Future Communications Company (FCC) reports significant efficiency and productivity increases in its interactive inbound services with Altitude uCI
Leading provider of communications services in Kuwait launches IVR hosting solutions powered by Altitude uCI
Dubai, UAE, 20 October 2004 - Altitude Software, a global technology leader of contact centre solutions for Unified Customer Interaction (uCI), today announced that Future Communications Company (FCC), a leading provider of communication services in Kuwait and exclusive Nokia partner in the country, has implemented the Altitude uCI solution to provide enhanced wireless entertainment services to Nokia customers through the use IVR technology. With the Altitude IVR module in place, FCC realized significant performance improvement benefits that included 80% boost in its interactive inbound services, after just 4 days of using the solution. The Altitude IVR module is part of the Altitude uCI suite, a platform independent contact centre solution with a universal queue and full blended support for voice (inbound, preview, power and predictive dialling), IVR, email response management, Web collaboration and chat.
Fast-growing communication servicesFuture Communications Company is a leading provider of communications services in Kuwait. The company signed in 2002 a Value Added Agreement with Nokia Networks allowing FCC to deploy and implement Nokia GSM Network expansion projects for the mobile phone service providers in Kuwait and the region. Alongside these deployment activities, FCC also created a division named Future Solutions to provide innovative mobile software solutions in Kuwait. For instance, Future Solutions recently launched the future-club.com web portal to offer all types of mobile phone entertainment, such as logos, ring tones, wallpapers, greeting cards, etc. "Our products and services provide a solution for reaching attractive markets with revenue generating content and telephony applications," commented Salah A. Al-Awadi, FCC General Manager. Today, FCC renders its services to prestigious companies including, Rotana Group, Kuwait Airways, Kuwait Finance House, Gulf Bank and The Investment Dar.
The Challenges
FCC needed to improve the overall effectiveness of its Future Club web portal to provide enhanced mobile phone entertainment services to Nokia customers through the use IVR technology. The specific requirements of the Safat-based company were the following:
- Flexibility to modify IVR applications so as to quickly develop and launch any kind of telephone-based inbound services, such as contests, customer reward programs, consumer surveys, sampling programs or lead generation initiatives. The goal was to be equipped for massive personalization as FCC was planning to handle various marketing campaigns on behalf of many companies in Kuwait.
- Improve the quality of information and services available to callers
- Handle huge volumes of calls right before a TV spot or a paper ad
"Our selection of Altitude Software as a key component of our interactive inbound services initiative reaffirms our commitment to incorporating the best technology available to service our customers and ultimately, drive our business to new heights, commented Salah A. Al-Awadi. The Altitude uCI suite was specifically chosen due to its flexible scripting language, as well as its fast ROI. "The fact that Altitude uCI had already been successfully implemented at various contact centre sites throughout the GCC was another key reason for our choice," added Mr Al-Awadi.
Meeting tight schedule
FCC is using Altitude uCI 7 with Altitude Trunk Link and sixty digital IVR channels directly connected to ISDN lines. Altitude IVR was deployed in just five days, and the solution currently handles over 20.000 interactions per day. The system went live at the beginning of this month, enabling FCC's future-club.com web portal to provide enhanced wireless entertainment services to Nokia customers. For instance, Altitude IVR supports specific inbound campaigns including direct ad response programs, ring tones, mobile phone games and mobile entertainment loading. The system specifically automates the processing requests over the phone 24/7 and manages caller information.
With the Altitude IVR module, applications are developed with an easy to use scripting language that allows the fast and accurate customisation of response strategies. Altitude IVR allows callers to feel that they are in control of the interaction and simulates the nature of a spoken conversation when obtaining and giving information to a caller. Altitude's flexible, built-in graphical application generator makes it easy for FCC developers to create custom IVR applications. "Altitude Software is helping us handle our increasing communications volume. We knew the Altitude Software team had the contact centre experience that would let us boost productivity as well as business performance," commented Hamza A. Taqi, Business Development Manager at FCC.
Pioneering IVR hosting solutions in Kuwait
The company's vision for FCC is to sustain its leadership in the communications services business by providing total solutions to corporate customers in the region. This is why FCC is now positioning itself as the only IVR hosting provider in Kuwait: "Whether companies are running customer reward programs, consumer surveys or sampling programs, FCC will provide them with the best-in-class infrastructure and support," added Hamza A. Taqi. "With a proven expertise in evaluating customer needs and utilizing best-in-class technology, FCC is today able to design IVR solutions for a vast array of companies and industries." Applications include locating a local retailer via a toll-free number or participants processing automation for telephone-based contests such as instant wins and sweepstakes.
According to Riadh Boukhris, Altitude Software's Vice President Middle East, Africa and South Asia, "FCC represents a strategic win for us as it not only demonstrates Altitude's growing global and regional reach but the fact that we have aligned ourselves with another key organisation in the GCC - one that is striving to be a major regional provider of communications services and pushing itself on all fronts in order to achieve that ambition. Our contact centre software suite specifically allows FCC to become the first and only IVR hosting solution provider in Kuwait by handling its inbound interactive marketing activities efficiently and flexibly."
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Editor's Note
About Altitude Software:
Altitude Software (www.altitude.com) is the global technology leader of contact centre solutions for Unified Customer Interaction (uC). Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMBs to large multi-site organisations. Altitude Software serves around 600 customers
(with more than 60.000 seats) of all sizes in 50 countries worldwide, both directly and through a wide network of partners. Altitude Software Middle East, Africa & South Asia is located in Dubai Internet City, UAE, and is today leading the multimedia contact centre market in those regions.
Editorial Contacts:
Altitude Software
Company
Jose Duarte
Tel (+971 4) 391 8880
jose.duarte@altitude.com
www.altitude.com
Future Communications
Gigi Mathews
Tel (+965) 249 01 49
gigi@fcc-kuwait.com
www.fcc-kuwait.com
© Press Release 2004
